Mastering conflict resolution skills
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MASTERING CONFLICT RESOLUTION SKILLS:. Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame. TODAY’S OUTLINE. Strategy #1: Minimize negative communication Strategy #2: Construct your criticism -- carefully Strategy #3: Ask for cooperation. TODAY’S OUTLINE.

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Mastering conflict resolution skills

MASTERING CONFLICT RESOLUTION SKILLS:

Dr. Alan Zimmerman,

CSP, CPAE Speaker Hall of Fame


Today s outline

TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication

  • Strategy #2: Construct your criticism -- carefully

  • Strategy #3: Ask for cooperation


Today s outline1

TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication


Killer thoughts and statements

KILLER THOUGHTS and STATEMENTS


Today s outline2

TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication

  • Strategy #2: Construct your criticism -- carefully


Six criticism filters

SIX CRITICISM FILTERS

  • Are you giving the criticism to truly help the other person?

    a. relationship

    b. help


Mastering conflict resolution skills

  • Can the person actually change the behavior you are criticizing?

    a. enough

    b. training


Mastering conflict resolution skills

  • Is this fairly new information?

    a. times

    b. nag


Mastering conflict resolution skills

  • Is the timing right?

    a. mood

    b. permission


Mastering conflict resolution skills

  • Are you willing to involve the other person in the discussion?

    a. hit

    b. revenge


Mastering conflict resolution skills

  • What does the other person need the most—criticism or praise?

    a. communication

    b. self-esteem, criticism


6 filters prior to criticism

6 FILTERS PRIOR TO CRITICISM

  • Are you giving the criticism to help the other person?

  • Can the person actually change the behavior you are criticizing?

  • Is this fairly new information?


6 filters prior to criticism1

6 FILTERS PRIOR TO CRITICISM

  • Is the timing right?

  • Are you willing to involve the other person in the discussion?

  • What does the other person need the most—criticism or praise?


Today s outline3

TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication

  • Strategy #2: Construct your criticism -- carefully

  • Strategy #3: Ask for cooperation


Guidelines for asking

GUIDELINES FOR ASKING

  • Direct

  • Specific

  • Respectful

  • Positive

  • Polite

  • Firm


How to ask

HOW TO ASK

1. Will you __________________________?

2. When you do (positive consequence) .

3. If you don’t (negative consequence) .


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